What are the responsibilities and job description for the Customer Service Technical Specialist HVAC position at RAPID ENGINEERING?
Summary
Specified Air Solution is comprised of several industry-leading HVAC brands that include Rapid Engineering, Bananza, Weather-Rite and Phoenix Air Systems. These companies design and manufacture specialty commercial and industrial HVAC equipment. The Customer Service / Technical Specialist will be responsible for resolving customer inquiries after the equipment has been shipped and the processing of part orders while providing excellent customer service experience.
Qualifications
Experience: Technical background in HVAC preferred with work experience, good understanding of electrical print drawing symbols and able to interpret sequence of equipment operation by reading electrical prints. Other desired qualities are strong computer skills adaptable to new technology; proficient with Microsoft Office, strong desire to learn and succeed, great people skills, detail oriented and committed to exceeding customers’ expectations.
Primary Responsibilities
- Assist customers with a variety of technical questions ranging from controls, equipment installation, start-up, application, airflow, maintenance and more. Provide documentation as needed to support customer inquiries of this type.
- Provide general customer service support to both external and internal customers via phone, email or in-person visits.
- Create and provide detailed quotations using support documentation.
- Maintain database of previously quoted quotations for project status and follow-up with the customer.
- Verify or enter all aspects of customer information and order details in ERP system. Relay needed order information such as in-stock parts, expedite fees and necessary order information to the customer.
- Review customer purchase orders to ensure they meet corporate legal requirements. Resolve conflicts as needed.
- Resolve billing issues and process credit card payments.
- Ensure customers tax exempt forms are on file and up to date.
- Process parts returns and customer credit requests.
- Track shipments for communication of expected delivery to the customer.
- Run weekly sales order report to ensure all orders are current and on schedule to ship. Communicate with purchasing as needed and update customers with status of order.
- Maintain parts pricing and maintain / enhance electronic parts catalog spreadsheet for all brands.
- Participate in training opportunities.
- Inter-face with internal departments to improve processes.
- Develop and present suggestions for implementation and processing orders to increase parts sales.
- Train other team members on new process to ensure the team delivers an Awesome Customer Experience.
Knowledge, Skills & Ability
- Excellent communication skills, both written and verbal.
- A good mechanical aptitude along with HVAC experience preferred.
- Efficient, organized and able to handle multiple tasks at one time.
- Strong computer skills to include Microsoft Office, Excel, Word and Access.
Working Conditions
- This position is approximately 90% sedentary, with some time spent in the manufacturing environment which is subject to loud noise.
- Some lifting may be required up to 30 pounds.
- This position must comply with all company policies & procedures.
Pay: $25.00 - $32.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Tuition reimbursement
- Vision insurance
Work Location: In person
Salary : $25 - $32